People Programs Lead

Location: Austin, TX, USA

Notice

This position is no longer open.

Requisition Number: 159518

Position Title: Customer Experience Analyst II

External Description:

#WeAreEA and we exist to inspire the world to play. EA values creativity, pioneering, passion, determination, learning, and teamwork. We mean things like acting with curiosity, speaking up with original ideas, and committing to each other as one team.

We’re looking for all the best kinds of people to make great experiences for our players. The best people want a job that inspires them, while giving them room to enjoy their lives. And we want to give them that. We celebrate diversity and inclusion by creating a place where you can come to work and be yourself.

And we want you to join us. We’re hiring a Service Delivery Management Lead.

This person leads efforts to improve how Service Delivery manages people and work. They report to the Senior Director of Service Delivery and Transformation. The Service Delivery Management Lead is responsible for establishing and maintaining processes and resources that empower Service Delivery managers to lead teams and effectively drive operational performance.

This role is part of EA’s Customer Experience organization. The Customer Experience organization strives to make EA known for taking care of its players. We’re players taking care of players and people talking to people – whenever, wherever, and however they need us.

A Service Delivery Management Lead will have a great understanding of the Service Delivery employee experience for Advisors and Team Managers to drive more consistency, empowerment and enablement.

So how does the Service Delivery Management Lead make great experiences for players? They:

conduct Advisor and TM roundtables to understand pain points and prioritize people initiatives
track all people initiatives within Service Delivery
act as a SME for implementation of large scale change
develop requirements and drive TM development
develop requirements and drive the implementation of improved tools and resources for Team Managers
create a TM onboarding process and maintain associated documentation
define content priorities for Global AFK All-Hands meeting on a monthly basis
develop, implement and maintain visual management across captive sites
collaborate with LEAP and HR to coordinate advisor development opportunities
drive accountable with the appropriate owners for workflows that support Team Managers

If this role is for you, then you are:

a listener – people talk to you and you always have a pulse of the what people are experiencing and how they are feeling about a variety of topics
an advocate – you naturally work on the behalf of others with a passion to make things better
entrepreneurial – a self-directed and motivated person that’s able to personally jump in, roll up their sleeves, and execute
a team player – a leader that encourages team collaboration, works well with peers, promotes enthusiasm, leverages the power of influence, and builds relationships
an Ops expert – you know what it’s like to be a TM in WWCE so you can naturally prioritize the right initiatives, escalate the right issues and drive the most impactful change
efficient – highly resourceful, organized, and evaluates everything to implement ways of doing things better

If you’re interested in this role, you’ll need these skills or experiences:

7 or more years of experience managing and leading others
3 or more years of experience in EA WWCE with strong knowledge of operations
Experience developing new processes and leading change management initiatives
Experienced in tracking and documenting multiple initiatives at a time
Excellent verbal and written communication skills, and the ability to interact professionally with a diverse group of staff and senior management
Develop strong interpersonal relationships and maintain positive working relationships over time
Proven ability to use influence to drive cross-functional results

City:

State:

Community / Marketing Title: People Programs Lead

Company Profile:

We are a global team of creators, storytellers, technologists, experience originators, innovators and so much more. We believe amazing games and experiences start with teams as diverse as the players and communities we serve. At Electronic Arts, the only limit is your imagination.

EEOText:

About Electronic Arts

Everything we do is designed to inspire the world to play. Through our cutting-edge games, innovative services, and powerful technologies, we bring worlds with infinite possibilities to millions of players and fans around the globe.

We’re looking for collaborative and inclusive people with diverse perspectives who will enrich our culture and challenge us. We take a holistic approach with our benefits program, focusing on physical, emotional, financial, career, and community wellness to support our people through every chapter of life. We provide comprehensive benefit packages and support for a balanced life with paid time off and new parent leave, plus free games and so much more. Our goal is to provide a safe and respectful workplace that empowers you to thrive in both work and life.

Electronic Arts is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.

Days Open: 11

Can this position be remote?:

EEO Employer Verbiage:

About Electronic Arts